C O N T E N T S

SHIPPING -
Australia-Wide FREE.  International - $15 Flat Fee - conditions apply.
RETURNS - 
Returns Policy.  50% Refund.  100% Store Credit.  100% Refund.  Why do we have such great return options?  
Damaged Goods. Return rules.  How do I return my purchase?   Returns from Australia.  Returns from International.  
WARRANTY CLAIMS - 
Repair or Replace.  50% Store Credit.  
REFUNDS - 
Refunds Process Time.  If you received an item you didn't order.           

We Ship within 2 business days of receiving payment confirmation.

Shipping - AUSTRALIA
FREE standard post Australia-wide

We are pleased to offer free standard shipping Australia-wide using Australia Post. Here's how it works:

Australian Capital Cities: within 2-4 business days.

The rest of Australia (including rural areas): within 4-6 business days.

 

Optional Express Post Australia-wide:

If you are keen to get your purchase as soon as possible to wear on that special occasion, we can offer you a flat rate Express Post service Australia wide using Australia Post. Just select the Express Post option at checkout and AUD$15 will be added to your invoice for this service. 

Order tracking:  When your order is shipped via Express Post we will email you a tracking number. Simply enter this number on the Australia Post website to track the delivery of your parcel. There is no tracking on standard post. 

 

Shipping  - INTERNATIONAL  

$15 Standard Post (Zone 1):

We use Australia Post’s Standard International Parcel Post service for Zone 1:- 

USA, Canada, Europe, United Kingdom, Japan, New Zealand, China, Hong Kong, Thailand, Malaysia, Indonesia, & Singapore. 

Please allow 3-10 days for delivery to these areas.

 

Optional Flat Rate Express Post (Zone 1):

We offer a flat rate express shipping service for the following countries using Australia Post’s Express Post International service:- 

USA, Canada, Europe, United Kingdom, Japan, New Zealand, China, Hong Kong, Thailand, Malaysia, Indonesia, & Singapore. 

A flat rate of AUD$30 will be added to your invoice at checkout if you select this option. Please allow 5-7 days for delivery to these areas.

 

$15 Standard Post (Zone 2):

For countries outside of Australia which are not listed in Zone 1, we use Australia Post’s Standard International Parcel Post service.  Please allow 5-30 days for delivery to these areas.

 

Optional Flat Rate Express Post (Zone 2):

For countries outside of Australia which are not listed in Zone 1, we offer a flat rate express shipping service using Australia Post’s Express Post International service:- 

A flat rate of AUD$30 will be added to your invoice at checkout if you select this option. Please allow 7-10 days for delivery to these areas.

 

Order tracking:

When your order is shipped via Express Post International we will email you a tracking number. Simply enter this number on the Australia Post website to track the delivery of your parcel. There is no tracking on standard post.

  

 

RETURNS  

Do we have a 100% money back Returns Policy?

Absolutely we do! But to be honest, it’s not our favourite way of doing business. To us, if we have to receive returned goods and refund your money it says that you are not completely satisfied with our product or service. That hurts!

And paying for return postage? that also hurts!

 

But we understand that you are buying something online and while we have tried to display and describe our wonderful products the best we can, when you receive your purchase, it may not be exactly what you thought it would be. So we have come up with a few ideas to give you some piece of mind when shopping with us, so if things don’t turn out exactly the way you thought they would then we will do our best to make sure you are not just satisfied but happy with the outcome. Here are some options:-

 

50% Refund:

When your purchase arrives, if you’re not absolutely delighted with it for whatever reason. You may have some regrets about buying it. You may wish that you had ordered a different style, size or colour. You’re happy but not completely happy! We would like to offer you in this case a 50% refund on your purchase and we would also like you to keep your purchase. You may choose to spend your refund with us on some different Elementz to make your purchase exactly the way you want it to or you could keep your refund and pass your purchase on to a friend as a gift (be sure to tell them about our online store), the choice is completely yours.

 

100% Store Credit:

As with our previous offer, if you like our jewellery but your purchase is just not quite right. We can also offer you the option of a 100% store credit and we would also like you to keep your original purchase. This means that your online account will be credited with the amount of your original purchase which you can use to buy other exciting pieces from our store at no extra cost to you (store credits must be redeemed within 60 days from the date store credit was processed). Don’t forget, you also get to keep your original purchase!

 

100% Refund:

If you really don’t like your purchase and you’re convinced you won’t like anything else in our online store and you don’t like any of the other options, then we will happily refund 100% of your purchase. You will however have to return your purchase to us.

 

If you live in Australia, we will refund you for the postage when we receive the goods and refund your purchase amount.

 

If you live outside of Australia, you will have to pay all shipping costs. When we receive the goods we will refund your purchase amount.

 

Why do we have such great Return Options?:

Our business model relies on your repeat business, small extra purchases from time to time to supplement your collection. For this reason we want you to be completely satisfied with your purchase and comfortable with doing business with us and we will do our best to make it so.

 

One of the external costs which we can’t control is shipping. To make the purchase process easy (regardless of the size of your purchase) we have decided to offer Flat Rate shipping options. To give you piece of mind, we have also decided to pay for the postage if goods are returned (Australia Only). All of these shipping charges add up, so if we can offer you an alternative ‘Return Option’ which you are completely happy with (such as a partial refund or full store credit) and we don’t have to incur extra return postage charges, then everyone benefits.

 

That’s why we have gone that extra mile in offering some great ‘Return Options’.

 

Damaged goods:

While we aim to provide our customers with products of the highest standard and quality, sometimes your purchase may arrive damaged. It may just be slightly damaged and not very noticeable but still damage is damage and it always makes you a little unhappy.

 

If you have received an item with a defect, please request one of the ‘Return Options’ above through our returns process.

 

Please note that we'll need a photo or two showing the defect/fault, which will speed up the returns process for you. This also helps us identify and track quality issues which can be addressed in future designs.

 

...AND HERE'S THE FINE PRINT:

 

We have 3 rules of returns:

 

Item(s) need to be returned:

 

  1. within 30 days of purchase (ie, we must receive them within 30 days so don’t leave it until the last minute);
  2. Unworn, unused and undamaged (you may not want them but please take care of them for us); and
  3. In the original packaging which must be in the original condition.

 

If you match all the conditions, you can return the items through our online store.

 

For hygiene reasons earrings cannot be returned if they have been worn, so be sure you love your purchase before opening the bag and inserting them in your ears.

You are responsible for safely packaging your return to ensure we receive the items in tip-top condition.

Refunds and Store Credits will be honoured at the SKU level. If you order a number of different items in one order and you are only unhappy with one of them, then please only apply for a return for that particular item and not for all the items in your order. While we will happily honour an entire order return, we ask for you to consider what is fair and act appropriately.

 

Serial Returns Offenders: As part of the returns process we must capture your personal details. If you regularly order the wrong items and repeatedly lodge return claims then we do reserve the right, at our own discretion, not to honour these claims. Our generous policies are to provide customers peace of mind and support during the purchase process and are not there to be taken advantage of.

We reserve the right to refuse a return if the policy has not been adhered to.

 

How do I return my purchase?:

We provide free returns for all our customers. How you return your item depends on where you live. See the two different sections below for information about Australian and International returns.

 

Returns from Australia:

Returns are easy and we will even pay for the postage. Just follow the steps below:

 

1.    Complete the Attraxionz returns form.

 

  • Log into your account by clicking My Account link in the top left corner of the home page.
  • In your list of account options click on Completed Orders.
  • Find the correct order and click on the Return Items button . It’s a grey button under the View Order Details button.
  • Select the quantity of each item you wish to return and fill out the other details on the screen.
  • Click on "Submit Return Request" a grey button just under the Comments box to submit your returns form.

 

2.    You will receive a number of emails to update you on the status of the returns process

 

  • Confirmation: Your return request has been successfully lodged in our system.
  • Received: We are processing your request.
  • Authorised: Your return request has been accepted as a valid request.
  • Refunded: Your money has been refunded or a Store Credit has been created.

 

3.     If you have requested a 100% refund, please return the goods only AFTER you have received an email notifying you that your return request has been Authorised.

4.     Place the goods in a padded bag, similar to the one it arrived in, and address it to:-

Attraxionz
Returns Department
PO Box 302
Banyo  QLD  4014
AUSTRALIA

 

100% refunds are processed within 10 business days of receiving the return at our warehouse. You'll receive a confirmation email once your refund is done!

 

International Returns (countries outside of Australia):

Returns are easy. Just follow the same steps outlined above (Returns from Australia). All of the same Return Options are available to our international customers however if you have selected the 100% refund option, we do ask that you pay for the return postage. This will NOT be credited back to you when your purchase price is refunded.

 

Refunds are processed within 10 business days of receiving the return at our warehouse. You'll receive a confirmation email once your refund or exchange is done!

 

 

WARRANTY CLAIMS 

 

Repair or Replace:

If one of your pieces breaks due to a manufacturing fault during the warranty period then please return the piece to us and it will either be repaired or replaced. Due to the nature of stones and other natural materials we are unable to guarantee that you’re repaired or replaced item will be identical to the one you returned to us. You will be required to pay for return postage but we will send out your replacement free of charge. Warranty claims will take 15-20 business days to process.

 

50% Store Credit:

Alternatively you can choose to keep the piece you have and attempt to repair it yourself. This is often easier than you think. In this case we would like to offer you a 50% store credit (based on the original price of the item you bought) for your troubles. It may be time for a fresh look anyway so have fun shopping on us.

 

Please note that we'll need a photo or two showing the defect/fault, which will speed up the returns process for you. This also helps us identify and track quality issues which can be addressed in future designs.

 

 

REFUNDS 

 

Here's how we refund - if you paid via:

 

  1. Credit Card or PayPal: Your refund will be credited into the same account your payment came from.

  2. A Gift Card: We will issue you with a store credit to the value of the refund. Please note we don't provide monetary refunds for any difference not used in the transaction, so make sure you spend the full amount on your gift card!

  3. Promotional vouchers for discounts or special offer are non refundable. If the promotion is still running and the original code still valid then simply use this code again at your next purchase.

  4. Part Credit Card, part Gift Card: The amount you paid with credit card will be credited back into the same account, and we will provide you with a store credit for the balance of the refund.

 

Refund Process Time:

We will process your refund within 10 business days of receiving the return at our warehouse. Please remember, your financial institution can take an extra few days to get the refund back into your account.

 

If you received an item you didn't order:

If you have received an item different to the one you ordered, please email our Customer Service team who will work with you to resolve the problem as quickly as possible.